Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process

Designing the Customer-Centric Organization offers
todayâ??s business leaders a comprehensive customer-centric
organizational model that clearly shows how to put in place an
infrastructure that is organized around the demands of the
customer. Written by Jay Galbraith (the foremost expert in the
field of organizational design), this important book includes a
tool that will help determine how customer-centric an organization
is- light-level, medium-level, complete-level, or high-level- and
it shows how to ascertain the appropriate level for a particular
institution. Once the groundwork has been established, the author
offers guidance for the process of implementing a customer-centric
system throughout an organization. Designing the
Customer-Centric Organization includes vital information about
structure, management processes, reward and management systems, and
people practices.

Jay R. Galbraith is a senior research scientist at the Center for Effective Organizations at the University of Southern California. He is professor emeritus at the International Institute for Management Development in Lausanne, Switzerland. Galbraith is the author of numerous books, including Designing Organizations, Designing the Global Corporation, and Tomorrow's Organization, all from Jossey-Bass.

"Jay Galbraith has once again tackled a complex subject and made it
not only clear but deeply engaging for his readers. The result is
an excellent practical road map for organizations trying to develop
customer-centric solutions."
--Israel Makov, president and CEO, Teva Pharmaceutical Industries
Ltd.

"Jay Galbraith is one of the world's premier experts in
organization design, having vast knowledge of both the theory and
practice of creating sustainable competitive advantage. P&G's
new organization structure is producing significant competitive
advantage, and uses many of the concepts of customer-centricity
detailed by Jay."
--Keith E. Lawrence, director of human resources, Global Beauty,
P&G

"In a world where business success or failure is increasingly
dependent on a company’s ability to align its resources
around the customer, this book is a must-read that describes in
very practical terms how large organizations can cope with this
added dimension."
--Gerard J. Kleisterlee, president and CEO, Royal Philips
Electronics

"Jay Galbraith has once again written a path-breaking book on
organizational design. He has put the customer squarely in focus,
and developed a new paradigm for the design of effective
organizational based on this. Thus, a strong sense of relevant
organizational purpose is achieved, based on creating value
vis-à-vis the customer. A landmark book."
--Peter Lorange, president, International Institute for Management
Development, Lausanne, Switzerland

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